How to Open a Support Ticket
Sign in to the Client Portal at https://my.bluearctic.com, start a new ticket and describe the problem. Include your domain, the exact error, a screenshot and what you tried, but never a password or card number. The helpdesk is open 24/7.
On this page
A support ticket is how you get technical help from Blue Arctic. The helpdesk is open 24/7, and every message stays with the ticket so nothing gets lost. A ticket with the right details up front is usually solved in fewer replies.
Tip
Check the Blue Arctic status page at status.bluearctic.com first. If a problem is already posted there, we know about it, and you can follow the updates on that page. See how to check service status.
Open a ticket
Warning
Never put passwords or full card numbers in a ticket, and that includes your replies.
- Sign in to the Client Portal at my.bluearctic.com. A ticket you open while signed in shows us automatically that it comes from your account.
- Open the support section and start a new ticket. If you can’t find it, email support@bluearctic.com from the address on your account.
- If you’re asked to choose a department, pick the one closest to your question.
- If the form has a Priority choice, pick High only when your website or email is completely down. Otherwise leave it as it is.
- Type a short subject that names the problem, for example “Email not arriving at you@yourdomain.com”.
- If the form asks which service is affected, choose it.
- Write your message, using the checklist below.
- If the form lets you attach files, add a screenshot of the error as a picture file, such as PNG or JPG. Paste text, such as an error log, into the message instead.
- Send the ticket. The button may say Send Message.
Tip
To take a screenshot on Windows, press Windows logo key + Shift + S. On a Mac, press Shift + Command + 4.
What to include
- The domain, website address or email address that’s affected.
- What you expected to happen, and what happened instead.
- The exact error text. Copy and paste it if you can.
- A screenshot that shows the whole error and the address bar.
- When it started, and anything that changed around then, such as a plugin update, a DNS change or a new device.
- What you’ve already tried.
- For email problems: the email app and device you use, and whether Webmail works.
- For billing questions: the invoice number, and for a card only its type and last four digits.
How to tell it worked
After you send it, you can find the ticket again in the support section of the Client Portal, and our replies are added to it there. Our target is a first reply in under 25 minutes. That’s a target, not a promise, and a hard problem can take longer to fix.
Follow up on a ticket
- Sign in to the Client Portal.
- Open your list of tickets in the support section.
- Open the ticket.
- Type your reply and send it.
Tip
Add new details to the same ticket rather than opening a new one. The engineer working on it sees the whole history in one place.
Troubleshooting
- The ticket form asks for your name and email address, and offers only Sales & Billing: you aren’t signed in. Sign in to the Client Portal first, then start the ticket again.
- You can’t sign in to the Client Portal: email support@bluearctic.com and say what’s broken. See also how to sign in to the Client Portal.
- You can’t see a ticket someone else opened on your account: ask the account owner to check it, or open a new ticket that mentions the earlier one.
- You can’t find your ticket: check that you’re signed in with the same email address you used to open it.
- You want to phone us about a technical problem: +1 (888) 624-2527 handles sales and account questions only, Monday to Friday, 8AM to 4PM ET. For technical help, open a ticket.
Still need help?
If you can’t sign in to the Client Portal, email support@bluearctic.com from the email address on your account. Include your domain, the email address affected, the exact error text and what you already tried. Never send a password or a full card number.